Experience

SWI - Innovation Delivered

• United States
• Telecommunications
• 100 - 200 Employee

• Recruitment Manager

  • Jan 2018 - Present

• Assistant Manager Technical Recruitment

  • Apr 2015 - Present

  • Leading Team Leads and their respective teams for meeting the recruitment targets and filling the positions at earliest for our clients based in USA, UK and GCC regions.• Keeping the staff motivated and to produce the results up to the standard for recruiting quality candidates for our clients.• Ensuring strict compliance with company’s policies and procedures while keeping in mind the Service Standards and KPIs assigned to the teams.• Evaluating the staff on their performance and meeting the targets and deadlines.• Meeting with the team leads on daily basis to ensure the high priority positions get closed within the time frame. • Weekly Meetings with higher management based in US and GCC. Show less

• Team Lead - Technical Recruitment

  • Feb 2015 - Apr 2015

  • Handling team of Recruiters and directly responsible for their performance to meet the KPIs as required by the company.• Coaching and development of the team members in order to ensure harmonious and healthy working environment.• To identify and resolve issues pertaining to team motivation by means of informal counseling sessions with the concerned team members individually• Handling end to end US recruitment, Contracts, Contract to hire and Fulltime Positions for different clients with a proven track record.• Communicate and discuss regarding requirement with Consultant and their employers.• Negotiating salaries with candidates and pay rates with subcontracting companies and close the position.• Worked with different Tax terms like W2, C2C and 1099.• Worked with all type of VISA (H1B, GC, EAD, L1, etc). Show less

• Technical Recruiter

  • Jun 2014 - Feb 2015

  • Responsible for the full hiring cycle, sourcing, pre-screening, short listing, coordination, scheduling interviews.• Analyzing the requirements as per client needs.• Negotiating pay rates with candidates.• Sourcing candidates through various internet job-boards.• Sourcing candidates through searching company’s extensive database of candidates using \​Remote desktop connection technology.• Posting adverts of the vacancies.• Advising job applicants of the success or failure of their application.• Arranging interviews of candidates with end client. • Preparing monthly/weekly vacancy listings and reports.• Solving queries of the candidates. • Direct contact with senior and influential staff of the company by telephone and email. Show less



Warid Telecom

• Pakistan
• Telecommunications
• 700 & Above Employee

• Contact Center Supervisor

  • Dec 2013 - Jun 2014

  Ensure compliance, reinforcement of established processes, policies & procedures of the organization.Provide support in managing the assigned team of Customer Services Representative (CSR)s of the call center by ensuring that all segments of call center inbound operations.To identify and resolve issues pertaining to team motivation by means of informal counseling sessions with the concerned team members individually.To remain abreast of all current issues and update to be discussed in refresher sessions with CSRs.Communicate clearly and directly with staff on a daily basis concerning performance expectations by coaching and providing timely feedback.Monitor hourly agent performance and provide timely, appropriate and documented feedback or correction action to call center staff.Deliver performance of team members at or above standards and highlight non performers.Responsible for gathering and highlighting trends, related issues and rate customers complaints to line management and coordinate with relevant department for effective resolution.Analyze and provide feedback for improvement in performance of call center operations on a daily basis.Coaching and development of CSRs in order to ensure harmonious and healthy working environment.Live and recorded call monitoring to improve quality and minimize errors by gathering reports for Line manager in taking operational decisions.Ensure that targeted services levels are maintained.Percentage of overall Inbound Task closed within TAT and Quality Score.Increase first call resolution rate.Ensure quality standards and required trainings are conducted on timely basis.Effective & Efficient Reporting & Analysis to Line manager on calls trends. Show less

• Customer Service Representative

  • Mar 2007 - Nov 2013

  Provision of accurate and brief information about products and services to the caller / customer.Using problem-solving skills to handle difficult or irate customers.Suggesting alternatives and possibilities to resolve customer’s complaints on priority basis.Bringing awareness among customers by educating them about various products and services.Conveying customer’s feedback and suggestions to the Supervisors in order to offer services exceeding customer expectations.Making Outbound calls for dispute resolutions, surveys and information gathering when assigned.Efficient tasks handling within the KPI’s defined.Making coordination calls to other departments upon initiation from service centre or within the Contact Centre to resolve customer’s issue.Taking immediate and all possible measures to resolve customer’s problem keeping company policies in view. Show less



HeartLands Mobile Communications Ltd. Birmingham, UK

• 329 Green Lane, Birmingham, UK

• Customer Service Representative

  • Nov 2005 - Oct 2006

  Data Input in in-house software program. Resolving Customer Problems over the calls. Respond to all customer comments efficiently and effectively. Informing New Packages and Contracts to Customers in the store at front desk and over the Calls. Handling inbound and outbound calls in call centre. Data Input in in-house software program. Resolving Customer Problems over the calls. Respond to all customer comments efficiently and effectively. Informing New Packages and Contracts to Customers in the store at front desk and over the Calls. Handling inbound and outbound calls in call centre.